Title :
Customer experience oriented service quality management
Author :
Jian, Chen ; Wen-wang, Li ; Wen-an, Zhou ; Hai-sheng, Guo ; Zhang, Chen ; Shao-fu, Meng
Author_Institution :
ZTE Corp., Beijing, China
Abstract :
Realizing the close connection between Customer Experience (CE) and profitability, the communications industry has been placing more and more attention to CE and Quality of Experience (QoE). The traditional Service Quality Management mainly focusing on Quality of Service (QoS) aspect no longer satisfies service providers´ demand for taking the quality perceived by the customer into consideration. And it´s in such conditions that Customer Experience Management (CEM) has been promoted as a solution. This paper first explores a few of the key concepts of CEM in telecom industry, then the recent studies of CEM models/frameworks are presented, and finally the evaluation approaches for Quality of Experience (QoE).
Keywords :
customer services; quality management; quality of service; telecommunication industry; CEM; QoE; QoS; communications industry; customer experience management; customer experience oriented service quality management; quality-of-experience; quality-of-service; telecom industry; Indexes; Industries; Measurement; Quality management; Quality of service; Telecommunications; Customer Experience Management(CEM); QoE Evaluation; QoE/CE Models/Frameworks; Quality of Experience(QoE); Service Quality Management;
Conference_Titel :
Robotics and Applications (ISRA), 2012 IEEE Symposium on
Conference_Location :
Kuala Lumpur
Print_ISBN :
978-1-4673-2205-8
DOI :
10.1109/ISRA.2012.6219183
